Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased the trampoline for Christmas and when we attempted to build the 12 the trampoline we noticed we were missing 12 ********** screws and one socket bracket. Possibly one box that *** have fallen out. However, upon trying to contact customer service I have been met with no answer via email, website or phone. We just want our box of parts.
Business response
01/09/2024
We have been in contact with the customer and we were able to provide them with the missing parts. We believe this issue to be resolved.Initial Complaint
12/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a Skywalker Trampoline 16' round sports arena with lighted spring pad (blue) off of *******.com for $345.74 The order number 2000115-18888436. The trampoline was to be delivered in 2 parts. I received box 1 of 2 on Saturday December 9th 2023 and box 2 of 2 said it would be delivered on Monday December 11th 2023. December 11th, box 2 of 2 was delayed. December 13th box 2 of 2 was canceled because the item was out of stock. Now I have half of the trampoline I ordered my children for Christmas and no one can do anything to resolve this because I'm being told by ******* that the item is out of stock so I could return box 1 of 2 unless I find box 2 of 2 in a store. I was given the contact information for Skywalker Trampoline and each time I call the automated answering disconnects my call. The only thing I'm asking for is box 2 of 2 so my children can enjoy the trampoline they asked me to get them for Christmas.Business response
01/09/2024
We have been in contact with this customer and we are currently working towards a resolution.Initial Complaint
08/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a trampoline and a part is missing.Business response
09/05/2023
We have been in contact with the customer. He has now received his complete order. As far as the customers order we believe this issue to be resolved.Initial Complaint
05/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased the Skywalker Trampoline 15 Rectangle on April 25th from Target online. The order was shipped and 2 out of 3 boxes arrived on April 29th. The order number for Target was *****************. The order total was $636.64. We contacted Target several times about box 1 of 3 being missing and were told to give it time. After a couple weeks, we were told that Target was contacting Skywalker about getting another box sent. At this point, we still do not have the box or anything to show that they are shipping it out. Whenever Target reaches out to them, they get little to no information other than a box is in the process of being shipped out and has been for at least a week. This was a lot of money for us to spend and having to chase down this missing box has been frustrating and upsetting to say the least. I am concerned that at some point, they will say that it is too late even for a refund and we will just be out the money. If that is the case, this will be nothing short of a scam.one that I have been reading is becoming more and more common with this particular company(Skywalker).Business response
05/25/2022
We called and spoke with this customer and let her know the box is scheduled for delivery 5/20/2022.
Target had not been notifying the customer of our communications. She has now received her complete order. We told her if she has any other questions or concerns to reach out to us directly.Customer response
05/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
05/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 17ft trampoline through wayfair from this company…after three months of use the poles holding the net up (metal poles) began bending and completely broke in half (2 of them) one injuring (scraping) my daughters arm. I contacted Wayfair and they said they needed to contact the Trampoline company…we asked to have new poles sent but they denied the claim (was within one year) There is no reason a trampoline that was over $500 should break like this and no reason a company should deny a claim to send replacement parts If it was a manufacturer issue. I have tried to call with no help from the company. I would love for the parts to be replaced I have 2 sad little girls!!Business response
05/25/2022
We did speak with the customer on 5/16/2022 and informed the customer that we would be sending out the replacement parts. The parts shipped out on 5/16/2022 and were delivered on 5/18/2022. We believe the issue to be resolved.Initial Complaint
02/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
*********** order placed at dicks sporting goods for skywalker trampoline. On 2/3 I received shipping tracking. ***** ************ shipping directly from Skywalker. Today is 2/15 and it still shows not being received by ***** even though Skywalker has assured me several times they gave it and are moving it unscanned in their system. After 4 or 5 phone calls and several emails to Skywalker they decided to ship another one. *** tracking number 1Z61F01E0301025425. Received that tracking on 2/10. It still shows not being received by *** even though Skywalker assure me it is moving in the *** system unscanned. ***** AND *** do not move items unscanned. All I am getting is lies out of Skywalker. They simply have not shipped it.Business response
02/24/2022
We have been in contact with the customer. He has now received his complete order. We are still researching the root cause of the tracking issue with *** and FedEx. As far as the customers order we believe this issue to be resolved.Initial Complaint
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a 17' Round Skywalker Trampoline from Wayfair on June 14, 2020. The jumping is already tearing away from the springs. My 13 year old 110lb daughter is the ONLY one who uses it!Business response
10/19/2021
We did speak with the customer on 10/12/2021 and informed the customer that we would be sending out the replacement parts. The parts shipped out 10/13/2021 and were delivered on 10/16/2021. We believe the issue to be resolved.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
15 total complaints in the last 3 years.
4 complaints closed in the last 12 months.